Senior Incorta Support Team Lead

2 weeks ago

Bengaluru Hyderabad Pune, India KPI Partners Full time ₹ 20,00,000 - ₹ 25,00,000 per year

KPI Partners is seeking a dynamic and experienced Senior Incorta Support Team Lead to join our team. In this role, you will be responsible for leading the Incorta support team, ensuring effective management of support processes and delivering high-quality service to our clients. You will play a critical role in guiding, training, and mentoring team members while collaborating with other departments to drive continuous improvement.

Key Responsibilities:

- Lead and manage the Incorta support team, ensuring timely resolution of client issues and effective knowledge transfer.

- Provide hands-on support and advanced troubleshooting for Incorta-related inquiries, ensuring high client satisfaction.

- Develop and implement best practices for support processes, enhancing efficiency and team performance.

- Foster a collaborative environment, encouraging team development through mentorship and coaching.

- Analyze support metrics to identify trends and areas for improvement, facilitating root cause analysis and preventive measures.

- Collaborate with product management and development teams to communicate customer feedback and drive product enhancements.

- Create and maintain comprehensive documentation for support procedures, troubleshooting guides, and knowledge base articles.

- Organize training sessions and workshops for team members to ensure up-to-date knowledge of Incorta products and features.

- Act as a point of escalation for complex support issues and work closely with stakeholders to ensure timely resolution.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Minimum of 5 years of experience in technical support or a similar role, with at least 2 years in a leadership position.

- Strong knowledge of Incorta platform, data analytics, and BI tools.

- Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.

- Strong communication and interpersonal skills, with the ability to engage effectively with clients and team members.

- Proven ability to lead teams and drive performance improvement.

- Familiarity with project management methodologies and tools is a plus.

What We Offer:

- Competitive salary and benefits package.

- Opportunity to work with a talented and dedicated team in a growing organization.

- Professional development and growth opportunities.

- A dynamic work environment that fosters innovation and collaboration.

If you are a proactive leader with a passion for technology and customer service, we encourage you to apply for the Senior Incorta Support Team Lead position at KPI Partners.

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